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The CSY_RESPONSE_RESOLUTIONS table in Oracle E-Business Suite (EBS) versions 12.1.1 and 12.2.2 plays a critical role in managing resolution data for customer service interactions. This table is part of the Oracle TeleService module, which is designed to streamline customer support operations by tracking service requests, resolutions, and related activities. Below is a detailed analysis of its structure, functionality, and integration within Oracle EBS.

Table Overview

The CSY_RESPONSE_RESOLUTIONS table stores resolution details associated with customer service responses. It acts as a repository for recording how service requests or incidents are resolved, ensuring traceability and accountability in customer support processes. This table is particularly relevant in environments where organizations need to maintain a structured approach to issue resolution, such as IT helpdesks or customer service centers.

Key Columns and Data Structure

The table typically includes the following key columns:

RESOLUTION_ID: A unique identifier for each resolution record, often serving as the primary key.
RESPONSE_ID: Links to the corresponding response in the CSY_RESPONSES table, establishing a relationship between resolutions and their parent responses.
RESOLUTION_CODE: A code classifying the type of resolution (e.g., "FIXED," "WORKAROUND," "ESCALATED").
RESOLUTION_DESCRIPTION: A detailed description of the resolution, providing context for support teams.
RESOLUTION_DATE: The timestamp when the resolution was recorded.
RESOLVED_BY: Identifies the user or agent who resolved the issue, often referencing the FND_USER table.
STATUS_FLAG: Indicates the status of the resolution (e.g., "ACTIVE," "INACTIVE," "PENDING").

Additional columns may include audit fields like CREATION_DATE, CREATED_BY, LAST_UPDATE_DATE, and LAST_UPDATED_BY, which are standard in Oracle EBS tables for tracking record changes.

Functional Role in Oracle EBS

The CSY_RESPONSE_RESOLUTIONS table supports the following business processes:

Incident Management: By logging resolutions, organizations can analyze recurring issues and improve service delivery.
Knowledge Base Integration: Resolutions may feed into a knowledge base for future reference, reducing resolution times for similar issues.
Reporting and Analytics: Data from this table enables performance metrics, such as resolution times and agent productivity.

Integration with Other Modules

This table integrates with several Oracle EBS modules:

Oracle TeleService: Directly linked to service requests and responses.
Oracle CRM Foundation: Shares data with customer relationship management processes.
Oracle Workflow: May trigger workflows for escalation or approval of resolutions.

Technical Considerations

In Oracle EBS 12.2.2, the table benefits from features like Online Patching (ADOP), ensuring minimal downtime during maintenance. Indexes on columns like RESPONSE_ID and RESOLUTION_DATE optimize query performance for reporting.

Conclusion

The CSY_RESPONSE_RESOLUTIONS table is a vital component of Oracle EBS's customer service framework. Its structured data storage and integration capabilities enhance service quality, operational efficiency, and decision-making. Organizations leveraging this table can achieve higher customer satisfaction through systematic issue resolution and continuous process improvement.

File: R12 Service Request ERD.pdf 12.1.1
product: CS - Service , size: 70.924 KBytes , file_type: PDF Diagram ,
File: R12 Service Request ERD.pdf 12.2.2
product: CS - Service , size: 70.924 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Setups ERD.pdf 12.1.1
product: CS - Service , size: 67.608 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Setups ERD.pdf 12.2.2
product: CS - Service , size: 67.608 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Event Actions ERD.pdf 12.2.2
product: CS - Service , size: 24.482 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Event Actions ERD.pdf 12.1.1
product: CS - Service , size: 24.482 KBytes , file_type: PDF Diagram ,
Concurrent Program: CS_SR_HA_CREATE_PROP 12.1.1
execution_filename: csxhacpr , product: CS - Service , user_name: Service: High Availability - Source: Setup Service Request Queue Propagation , description: Service: High Availability - Source: Setup Service Request Queue Propagation , argument_method: Standard , enabled: Yes , execution_method: SQL*Plus ,
Concurrent Program: CS_SR_HA_CREATE_PROP 12.2.2
execution_filename: csxhacpr , product: CS - Service , user_name: Service: High Availability - Source: Setup Service Request Queue Propagation , description: Service: High Availability - Source: Setup Service Request Queue Propagation , argument_method: Standard , enabled: Yes , execution_method: SQL*Plus ,
File: R12 Service Request Contracts, IB, Inventory Integration ERD.pdf 12.1.1
product: CS - Service , size: 43.533 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Task and TCA Integration ERD.pdf 12.1.1
product: CS - Service , size: 42.673 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Task and TCA Integration ERD.pdf 12.2.2
product: CS - Service , size: 42.673 KBytes , file_type: PDF Diagram ,
File: R12 Service Request Contracts, IB, Inventory Integration ERD.pdf 12.2.2
product: CS - Service , size: 43.533 KBytes , file_type: PDF Diagram ,
Lookup Type: CS_RESP_ACCESS_TYPE 12.2.2
product: CS - Service , meaning: Service Responsibility Access Level , description: Service Responsibility Access Level ,
Lookup Type: CS_RESP_ACCESS_TYPE 12.1.1
product: CS - Service , meaning: Service Responsibility Access Level , description: Service Responsibility Access Level ,
Lookup Type: CS_SR_TASK_TMPL_LOV_BEHAVIOR 12.2.2
product: CS - Service , meaning: CS_SR_TASK_TMPL_LOV_BEHAVIOR , description: This lookup is used to determine if all/selected task template groups to be shown in the Template Group LOV in the Task Tab ,
Table: CSY_RESPONSE_RESOLUTIONS 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESPONSE_RESOLUTIONS, object_name:CSY_RESPONSE_RESOLUTIONS, status:VALID, product: CS - Service , description: This table contains summary of service request data by agents and groups. The service request summary contained in this table is: Backlog position for agent and group,. Number of Service Request Responded, Number of Service Request Resolved , implementation_dba_data: CS.CSY_RESPONSE_RESOLUTIONS ,
Table: CSY_RESPONSE_RESOLUTIONS 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CSY_RESPONSE_RESOLUTIONS, object_name:CSY_RESPONSE_RESOLUTIONS, status:VALID, product: CS - Service , description: This table contains summary of service request data by agents and groups. The service request summary contained in this table is: Backlog position for agent and group,. Number of Service Request Responded, Number of Service Request Resolved , implementation_dba_data: CS.CSY_RESPONSE_RESOLUTIONS ,
Table: CS_KB_CONTEXTS 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_KB_CONTEXTS, object_name:CS_KB_CONTEXTS, status:VALID, product: CS - Service , description: This table stores the context information used in Knowledge Management for the Repository Setup. The definition of a context is defined in the FND Module, Knowledge Management is just reusing the contexts. , implementation_dba_data: CS.CS_KB_CONTEXTS ,
Table: CS_KB_CONTEXTS 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_KB_CONTEXTS, object_name:CS_KB_CONTEXTS, status:VALID, product: CS - Service , description: This table stores the context information used in Knowledge Management for the Repository Setup. The definition of a context is defined in the FND Module, Knowledge Management is just reusing the contexts. , implementation_dba_data: CS.CS_KB_CONTEXTS ,
Lookup Type: CS_SR_CREATION_CHANNEL 12.2.2
product: CS - Service , meaning: Service Request Creation Channel , description: Creation Channels for a Service Request ,
Lookup Type: CS_SR_LOCATION_TYPE_CODE 12.1.1
product: CS - Service , meaning: Service Request Location Types , description: Service Request Location Types ,
Lookup Type: CS_SR_LOCATION_TYPE_CODE 12.2.2
product: CS - Service , meaning: Service Request Location Types , description: Service Request Location Types ,
Lookup Type: CS_SR_CREATION_CHANNEL 12.1.1
product: CS - Service , meaning: Service Request Creation Channel , description: Creation Channels for a Service Request ,
Table: CS_SR_LINK_TYPES_B 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_LINK_TYPES_B, object_name:CS_SR_LINK_TYPES_B, status:VALID, product: CS - Service , description: This table is used to store all the valid relationship Types between service request and service request and between service request and other business objects. The relationship description is stored in the translation table CS_SR_LINK_TY , implementation_dba_data: CS.CS_SR_LINK_TYPES_B ,
Table: CS_SR_LINK_TYPES_B 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_LINK_TYPES_B, object_name:CS_SR_LINK_TYPES_B, status:VALID, product: CS - Service , description: This table is used to store all the valid relationship Types between service request and service request and between service request and other business objects. The relationship description is stored in the translation table CS_SR_LINK_TY , implementation_dba_data: CS.CS_SR_LINK_TYPES_B ,
Table: CS_INCIDENT_LINKS 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_INCIDENT_LINKS, object_name:CS_INCIDENT_LINKS, status:VALID, product: CS - Service , description: Service Request can be linked to another Service Request or to any other object defined in JTF Objects. This link information is stored in this table. , implementation_dba_data: CS.CS_INCIDENT_LINKS ,
Table: CS_INCIDENT_LINKS 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_INCIDENT_LINKS, object_name:CS_INCIDENT_LINKS, status:VALID, product: CS - Service , description: Service Request can be linked to another Service Request or to any other object defined in JTF Objects. This link information is stored in this table. , implementation_dba_data: CS.CS_INCIDENT_LINKS ,
Lookup Type: CS_CHG_DEF_PARENT_VAL 12.2.2
product: CS - Service , meaning: CS_CHG_DEF_PARENT_VAL , description: Values for Profile Service: Default Parent Information ,
Lookup Type: CS_SR_CONTACT_TYPES 12.2.2
product: CS - Service , meaning: CS SR CONTACT TYPES , description: Contact types for a Service Request ,
Lookup Type: CS_LAYOUT_ATTRIBUTES 12.2.2
product: CS - Service , meaning: CS_LAYOUT_ATTRIBUTES , description: Configurable Service Request Layout Attributes ,
Lookup Type: CS_LAYOUT_ATTRIBUTES 12.1.1
product: CS - Service , meaning: CS_LAYOUT_ATTRIBUTES , description: Configurable Service Request Layout Attributes ,
Lookup Type: CS_SR_CONTACT_TYPES 12.1.1
product: CS - Service , meaning: CS SR CONTACT TYPES , description: Contact types for a Service Request ,
Concurrent Program: CS_SR_WI_SYNCH 12.2.2
execution_filename: csxr0wim , product: CS - Service , user_name: Service: Synchronize Service Requests with Work Items , description: Creates or Updates Service Request Work Items in the UWQ metaphor schema. , argument_method: Standard , enabled: Yes , execution_method: SQL*Plus ,
Concurrent Program: CS_SR_WI_SYNCH 12.1.1
execution_filename: csxr0wim , product: CS - Service , user_name: Service: Synchronize Service Requests with Work Items , description: Creates or Updates Service Request Work Items in the UWQ metaphor schema. , argument_method: Standard , enabled: Yes , execution_method: SQL*Plus ,
Lookup Type: CSY_PROMPTS 12.2.2
product: CS - Service , meaning: CSY_PROMPTS , description: prompts used in service core embedded analytic components ,
Lookup Type: CSY_PROMPTS 12.1.1
product: CS - Service , meaning: CSY_PROMPTS , description: prompts used in service core embedded analytic components ,
Lookup Type: CS_SCREENPOP_TYPE 12.1.1
product: CS - Service , meaning: CS_SCREENPOP_TYPE , description: Service screenpop types ,
Lookup Type: CS_SCREENPOP_TYPE 12.2.2
product: CS - Service , meaning: CS_SCREENPOP_TYPE , description: Service screenpop types ,
Table: CS_SR_SAVED_ADV_CRITERIA 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_SAVED_ADV_CRITERIA, object_name:CS_SR_SAVED_ADV_CRITERIA, status:VALID, product: CS - Service , description: This table is used to store the advanced search columns and values in the service request saved searches module. , implementation_dba_data: CS.CS_SR_SAVED_ADV_CRITERIA ,
Lookup Type: INTERACTION_TYPE 12.2.2
product: CS - Service , meaning: INTERACTION_TYPE , description: Interaction type ,
Lookup Type: INTERACTION_METHOD 12.2.2
product: CS - Service , meaning: INTERACTION_METHOD , description: Method of customer interaction ,
Table: CS_SR_SAVED_BSC_CRITERIA 12.1.1
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_SAVED_BSC_CRITERIA, object_name:CS_SR_SAVED_BSC_CRITERIA, status:VALID, product: CS - Service , description: This table is used to store the basic search columns and values in the service request saved searches module. , implementation_dba_data: CS.CS_SR_SAVED_BSC_CRITERIA ,
Table: CS_SR_SAVED_ADV_CRITERIA 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_SAVED_ADV_CRITERIA, object_name:CS_SR_SAVED_ADV_CRITERIA, status:VALID, product: CS - Service , description: This table is used to store the advanced search columns and values in the service request saved searches module. , implementation_dba_data: CS.CS_SR_SAVED_ADV_CRITERIA ,
Table: CS_SR_SAVED_BSC_CRITERIA 12.2.2
owner:CS, object_type:TABLE, fnd_design_data:CS.CS_SR_SAVED_BSC_CRITERIA, object_name:CS_SR_SAVED_BSC_CRITERIA, status:VALID, product: CS - Service , description: This table is used to store the basic search columns and values in the service request saved searches module. , implementation_dba_data: CS.CS_SR_SAVED_BSC_CRITERIA ,
Lookup Type: CS_SR_CHILD_ENTITY_CODE 12.2.2
product: CS - Service , meaning: Service Request Child Entities , description: Service Request Child Entities ,
Lookup Type: INTERACTION_TYPE 12.1.1
product: CS - Service , meaning: INTERACTION_TYPE , description: Interaction type ,
Lookup Type: CS_SR_CHILD_ENTITY_CODE 12.1.1
product: CS - Service , meaning: Service Request Child Entities , description: Service Request Child Entities ,
Lookup Type: INTERACTION_METHOD 12.1.1
product: CS - Service , meaning: INTERACTION_METHOD , description: Method of customer interaction ,
Lookup Type: CLASSIFICATION 12.1.1
product: CS - Service , meaning: CLASSIFICATION , description: Used for incident classification codes in Initiate Incident form ,
Lookup Type: CLASSIFICATION 12.2.2
product: CS - Service , meaning: CLASSIFICATION , description: Used for incident classification codes in Initiate Incident form ,